Head of Production Support & Services

Key Responsibilities

Strategic Focus

• Service Excellence: Manage all elements of Production Support, ensuring adherence to quality standards, timelines, and client requirements.
• Stakeholder Relationship Management: Serve as the primary point of contact for global stakeholders, fostering long-term partnerships and ensuring alignment with business objectives.
• Team Leadership: Direct and mentor delivery teams and delivery managers, promoting collaboration and accountability across global teams
• Strategic Planning: Develop and implement production support strategies to meet organizational goals and uplift in quality, speed of technology delivery, and production support outcomes.
• Risk Mitigation: Identify, assess, and address risks to ensure seamless availability of Production applications.
• Process Optimization: Continuously evaluate and refine the production support framework driving best practices and innovation across the board.
• Stakeholder Management: Maintain open and transparent communication with internal and external stakeholders, providing visibility into health of Production applications.
• Performance Optimization: Implement standard methodologies for system monitoring, performance tuning, and capacity planning to ensure optimal performance and availability of business applications at all times.
• Continuous Improvement: Drive continuous improvement initiatives to enhance the reliability, scalability, availability, efficiency, & performance of our systems hosted both On-Prem and on Azure
• Financial Accountability: Monitor budgets, resource allocation, and profitability, ensuring cost-effective outcome.
• Cost Optimization: Develop strategies to simplify service delivery and reduce overall cost base by tracking year on year improvements in efficiencies.

Operational Management

• Oversee the application support, investigation and resolution of production issues escalated to the team.
• Oversee the IT service management functions for the suite of applications, following the ITIL framework – Major Incident Management, Problem Management, Change Management, Capacity Management, Continuity Management and Delivery Support.
• Drive the root cause identification, preventive measures and track closure implementation for any issues identified.
• Participate into Production Management related audits and provide necessary inputs and audit information as required.
• Support into end to end on-boarding of new customers and related application changes onto the platform.
• Act as a key interface between senior stakeholders, IT support, and delivery teams, ensuring that all parties are aligned on support priorities.
• Adhere to Agile, Scrum and DevOps best practices to ensure adherence to Production Support KPIs.
• Adhere to the organization’s quality standards to ensure that all work is handled Securely, Professionally and Diligently
• Produce metrics as per defined SLAs and measure continuous improvement through quality of the service delivery demonstrating yearly improvement in metrics.
• Increase technology proficiency and knowledge within the Pensions domain removing our reliance on third parties for delivery and expertise (IP) of our systems.
• Collaborate with organization level departments to get necessary support for the team in terms of adequate resourcing, tools & licenses.
• Assist the leadership with regular business updates via Dashboards & presentations.
• Planning and execution of the support Rota for special events such as month/year ends and holidays basis availability of the staff.
• Implement standard methodologies for system monitoring, performance tuning, and capacity planning to ensure optimal performance and availability of our applications.

People Leadership

• Create Agile & DevOps Culture through strategy to train and coach resources to deliver production support services in line with best practices.
• Manage and support production support leaders and cross-functional teams working in a global delivery model.
• Drive knowledge management across the supported applications and ensure that skill levels and experience of the team is maintained up to date.
• Development of the team environment to ensure a robust, skilled and collaborative team, driving appropriate retention.
• Maintain and track team performance on consistent basis, also identify opportunities for career progression for staff.
• Embed MUFG purpose and values in people management and operating practices.
• Work towards and support the diversity and inclusion objectives of the firm.

Governance & Risk

Qualification & Requirements

Experience

• Overall, 18 years’ experience with minimum 10+ years in team management, technology production support and proven industry experience in leadership role preferably from Financial Services industry.
• Demonstrated experience in ITIL methodology for Incident, Change and Problem Management as well as Vendor Management, Service Improvement, BCM, Audits and People Development.
• In depth knowledge on servers, operating systems, databases, scripting languages, schedulers, cloud & on-prem environments, messaging tools and version control tools
• Experience in resolving technical / functional complexities related to production issues, environment issues and support tasks.
• Experience working in a Global Capability Centre (GCCs) set up, that involves interaction with stakeholders at all levels of the organization.

Personal Attributes

Benefits

MUFG strives to ensure that our benefits and resources comprehensively support you and your family members in all aspects of your life. We provide our employees with a competitive rewards package that includes comprehensive health and wellness benefits, retirement plans, education and training programs, income replacement for qualified disabilities, and time off.